Complaints Procedure
We aim to do every job right first time. If something hasn't met your expectations, please get in touch — we want to know, and we want to fix it.
How to make a complaint
Please include your name, phone number, vehicle registration, the date of the work, and a clear description of the issue. Photos help.
Our timescale
- We acknowledge complaints within 2 working days.
- We aim to provide a full response within 14 working days. If a complaint is complex (e.g. needs a partner machine shop or supplier to investigate) we may need longer — we'll keep you informed.
- If part of your complaint relates to work covered by warranty, we will inspect the vehicle and the affected part before responding.
If we can't agree
If you're not satisfied with our response, you can take the matter further through:
- The Motor Ombudsman if applicable to the dispute (themotorombudsman.org)
- Citizens Advice Consumer Service (citizensadvice.org.uk)
- Trading Standards via Citizens Advice
- The Small Claims Court for unresolved financial disputes